Price comparison sites caught lying over the phone

Price Comparison Websites have been hiding the cheapest deals
over the phone as well as online. Listen to our recordings.

uSwitch hide six cheapest gas deals, costing the
consumer over £60

On the 29th January 2015 in the Scottish Hydro (North Scotland)
region, the caller spoke to uSwitch about switching his gas supply.
The caller was advised that Scottish Power's Online Fixed Price
Energy February 2016 at £747.54 was the cheapest gas tariff
available. In reality the cheapest tariff was £62.57 cheaper, Zog
Energy's Mercury 24 at £684.97.

Scottish Power's Online Fixed Price Energy February 2016 is
said to be the cheapest based on the information provided

The uSwitch representative failed to mention that there were
six cheaper tariffs (from Zog Energy, Green Star Energy, Better
Energy and Daligas) than the Scottish Power tariff.

uSwitch are not paid a commission by Zog Energy, Green Star
Energy, Better Energy or Daligas.

Transcript

Caller: Good morning, welcome to uSwitch you're through to XX, how
can I help you today?

On the 29thJanuary 2015 in the Scottish Hydro (North Scotland)
region, the caller spoke to uSwitch about switching his dual fuel
supply. The caller was advised that First Utility's iSave Fixed
March 2016 (v44) at £1402.16 was the cheapest dual fuel tariff
available. In reality the cheapest tariff was £30.90 cheaper, Extra
Energy's Fresh Fixed Price Jan 2016 v10 at £1371.26.

First Utility's iSave Fixed March 2016 (v44) is said to be the
cheapest dual fuel tariff based on the information provided.

The uSwitch representative failed to mention that there were
four cheaper dual fuel tariffs, from Extra Energy and Green Star
Energy

Extra Energy and Green Star Energy do not pay a commission to
uSwitch.

Transcript

Caller: Yeah, Hi there I'm looking to get a quote for my gas and
electric please.

uSwitch representative: You've called the right number sir, have
you ever used uSwitch over the phone before.

Caller: No I haven't.

uSwitch representative: That's alright mate. I'm just going
quickly give you the basics, all calls are recorded, we're free and
impartial and we're regulated by Ofgem. Is that all going to be
ok?

Caller: Yeah that's fine.

[At this point the caller provided post code details and other
details requested by the representative]

uSwitch representative: Now the next thing we need to do is to
measure your consumption rates now by any chance, do you happen to
have your kilowatt consumption for 12 months available

Caller: I do yes.

uSwitch representative: Perfect, so when you're ready sir, would
you mind starting with the electricity first please.

Caller: The electricity is 5062.

uSwitch representative: 5062. And did they say for the gas.

Caller: 20460

[At this point the caller confirmed the rest of his details,
including that he wished to pay by direct debit and to manage the
account online if it's cheaper]

uSwitch representative: The best option I can switch you over to
is a choice between two, now just a quick question, or I can talk
through both, but just incase I can break it down to which one you
might want to go for, one has a cancellation of £60 the other of
£10 and the differential for the savings is about £30 a year. So do
you think having a cancellation of £60 is an issue or are you just
looking for the best saving?

Caller: I'm just looking for the best saving, that's
perfect.

uSwitch representative: No worries mate. So the company is
called First Utility and the name of the plan is called the iSave
Fixed March 2016 and it says your yearly spend on this one will be
£1402.16 for the year. That works out to a monthly direct debit of
£116.85 a month, and finally your yearly save is £490.01 for the
year.

[At this point the uSwitch representative confirmed the rest of
details of the plan]

Caller: Ok, let's just confirm everything you've told me. So
you're saying that First Utility is the cheapest one for me at
£1402.16 which is a monthly direct debit of £116.85. Is that
right?

uSwitch representative: That is correct sir.

[Caller says they will call back once they've decided if they
want to go ahead and switch]

Caller: Just to clarify, the cheapest one is First Utility on
the iSave Fixed March 2016 and that's about £1400?

uSwitch representative: That's exactly right sir.

Screenshot showing the whole of
market

uSwitch hide three cheapest gas deals, costing the
consumer £18

On the 15th January 2015 in the Norweb (North West) region, the
caller spoke to uSwitch about switching his gas supply. The caller
was advised that Npower's Fixed Price until April 2016 costing
£539.76 was the cheapest gas tariff avaliable. In reality the
cheapest tariff was £18 cheaper, Zog Energy's Mercury 24 at
£521.63.

Npower's Fixed Energy Online April 2016 is said to be the
cheapest gas tariff based on the information provided.

The uSwitch representative failed to mention that there were
three cheaper tariffs than the Npower tariff.

uSwitch do not get paid a commission from either Zog Energy or
Better Energy.

Transcript

uSwitch representative: Good morning welcome to uSwitch, you're
through to XXX. How can I help?

Caller: Hi there, yeah, I'm just looking to get a price for my
gas supply please.

[At this point the caller provided post code details and other
details requested by the representative]

Caller: There is a gas supply, its literally just being
installed. I've had my first bill from British Gas, but I'm just on
their standard tariff. I've got an estimated usage for the year as
well.
uSwitch representative: And what's the estimate usage you've got
there for the year

Caller: 14321

[At this point the caller confirm the rest of his details,
including that he wished to pay by direct debit and to manage the
account online if it's cheaper]

uSwitch representative: Cheapest supplier for the gas for you
would be Npower. It's a fixed price until April 2016. No
cancellation fees if you wish to leave for the gas. On that
consumption it would be £233.36 cheaper than British Gas's standard
tariff...estimated annual cost on that consumption is £539.76 and
the direct debit to cover that usage would £44.98.

Caller: £44.98. So you're saying for me that Npower is the
cheapest for me on that sort of usage then?

uSwitch representative: For gas only yes.

[At this point the caller and represenative dicussed some of the
slightly more expensive tariffs available]

Caller: So what you're saying is for my usage in my area the
best one to go for is Npower. Is that right?

uSwitch representative: The cheapest one...yeah.

[Caller says they will call back once they've decided if they
want to go ahead and switch]

Screenshot showing the whole of
market

Money Supermarket hide cheapest gas deal, costing the
consumer £11

On the 28th January 2015 in the Seeboard (South East) region,
the caller spoke to MoneySupermarket about switching his gas
supply. The caller was advised that Green Star Energy's Rate Saver
12 months fixed version 1501 paperless tariff at £538 was the
cheapest gas tariff available. In reality the cheapest tariff was
£11 cheaper, Zog Energy's Mercury 24 at £527.

Green Star Energy's Rate Saver 12 months fixed version 1501
paperless tariff is said to be the cheapest based on the
information provided

The MoneySupermarket representative failed to mention that
there were two cheaper tariffs than the Green Star Energy
tariff.

Zog Energy do not pay MoneySupermarket a commission.

Transcript

MoneySupermarket representative: Good afternoon,
MoneySupermarket.com, you're through to XX. How may I help?

[At this point the caller provided post code, address and other
details requested by the representative]

MoneySupermarket representative: Do you have your annual usage
in kWhs?

Caller: I do. It's 14541 kWh.

[At this point the caller confirmed the rest of his details,
including that he wished to pay by direct debit and to manage the
account online if it's cheaper]

MoneySupermarket representative: Ok, so whilst we do compare all
products online only some providers will allow us to complete the
switch over the phone, so I'm going to talk you through the
potential companies and if there's anything else you're interested
just let me know.

Caller: Okay.

[At this point the representative confirmed some more
details]

MoneySupermarket representative: So the results I'm getting back
for you today is Green Star Energy with a saving of £279 and that's
the...

Caller: Okay.

MoneySupermarket representative: That's going to put you on
their Rate Saver 12 months fixed price, that gives you a personal
saving of £279, which is an annual bill of £538. Which if I divide
by 12 is a monthly payment of £45 on your gas.

Caller: Okay, so that's a bit cheaper than what I'm paying now
then.

MoneySupermarket representative: Yep, so is that something you'd
be interested in signing up to today.

Caller: Yeah, I've not heard of Green Star Energy before can you
just go through the top three for me. Is that alright?

[At this point the representative went through the other two
plans in the top three]

Caller: Ok, so you're saying that Green Star is the cheapest one
for me to go for then?

MoneySupermarket representative: That's correct, yes.

[Caller says they will call back once they've decided if they
want to go ahead and switch]

Caller: So let me just clarify what you're saying. You're saying
that Green Star Energy's the cheapest, and then second cheapest is
Scottish Power and third is a company called Daligas

MoneySupermarket representative: That's correct.

Screenshot showing the whole of
market

Compare the Market hide cheapest gas deal, costing the
consumer £11

On the 30th January 2015 in the Seeboard (South East) region,
the caller spoke to Compare the Market about switching his gas
supply. The caller was advised that Green Star Energy's Rate Saver
12 months fixed 1501 paperless tariff at £538 was the cheapest gas
tariff available. In reality the cheapest tariff was £11 cheaper,
Zog Energy's Mercury 12 at £527.

Green Star Energy is said to be the cheapest based on the
information provided
The Compare the Market representative failed to mention that there
were two cheaper tariffs than the Green Star Energy tariff.
Zog Energy do not pay Compare the Market a commission.

Transcript

Compare the Market representative: Good morning you're through
to XX, are you calling for a price comparison on your home energy
bills today?

Caller: Yes I am.

[At this point the caller provided post code details and other
details requested by the representative]

Compare the Market representative: Do you have an annual
statement or know your usage in kWh?

Caller: I certainly do. It's 14541

Compare the Market representative: Lovely.

[At this point the caller confirm the rest of his details,
including that he wished to pay by direct debit and to manage the
account online if it's cheaper]

Compare the Market representative: I'm now comparing your prices
with a wide range of suppliers available through
ComparetheMarket.com to see how much you can save on your energy
bills. So, your personal projection is coming out at £817 per year
and your comparison is based on that figure, and there's no
cancellation fees on your current tariff. Quickly ranking it in
third, second and first place for you. Third place is Npower,
second place is Scottish Power and first place is Green Star
Energy.

Caller: Lovely

Compare the Market representative: Quickly going back to second
place with Scottish Power, the tariff name Online Fixed Price
Energy February 2016 that's giving you an estimated annual saving
of £270 which is a 33% saving, with an estimated annual spend of
£547 and an estimated monthly direct debit of £45.60.

Caller: Lovely

Compare the Market representative: In first place is Green Star
Energy, the tariff name Rate Saver 12 months fixed 1501 paperless,
that's giving you an estimated annual saving of £279 which is a 34%
saving. With an estimated annual spend of £538 and an estimated
monthly direct debit £44.81. So there's massive savings to be made
there.

Caller: Of course.

Compare the Market representative: So if you want, I can set the
Green Star energy one up for you today?

Caller: Yeah. Let me just clarify what you've said. So you've
said that the three, the top three cheapest are Npower, and then
it's Scottish Power and then it's Green Star Energy, which is the
cheapest one for me.

Compare the Market representative: Yep.

[The caller says he will call his partner to confirm and
organises a call back later]

Caller: Let me just clarify what you've said. So the cheapest
one for me and the one I'm probably going to go for is Green Star
Energy and that's in at £538?

Compare the Market representative: You're on it. That's the
one.

Screenshot showing the whole of
market

Go Compare hide cheapest gas deals, costing the consumer
£18

On the 30th January 2015 in the Southern region, the caller
spoke to GoCompare about switching his gas supply. The caller was
advised that Scottish Power's Online Fixed Price Energy February
2016 tariff at £527 was the cheapest gas tariff available. In
reality the cheapest tariff was £18 cheaper, Zog Energy's Mercury
12 at £509.

Scottish Power's Online Fixed Price Energy February 2016 is
said to be the cheapest based on the information provided

The GoCompare representative failed to mention that there were
two cheaper tariffs than the Scottish Power tariff.

Zog Energy do not pay GoCompare a commission.

Transcript

[The caller called Go Compare earlier and requested a call back
for a price comparison]

Go Compare representative: So I believe you wanted to change
your energy price today. Have you seen anything online yeah?

Caller: No I haven't actually.

Go Compare representative: Oh ok that's fine we'll quickly run
through a comparison with you and well see which is the best
available one on the market, which one will save you the most.

[At this point the caller provided post code details and other
details requested by the representative]

Go Compare representative: Do you have an annual statement or
know your usage in kWh?

Caller: I certainly do.

Go Compare representative: Lovely.

Caller: It's 14541

Go Compare representative: Lovely. Ok.

[At this point the caller confirm the rest of his details,
including that he wished to pay by direct debit and to manage the
account online if it's cheaper]

Go Compare representative: I'm now comparing your prices with a
wide range of suppliers to see how much you can save.

Caller: Lovely.

Go Compare representative: So, your personal projection is
coming out at £813 per year and your comparison is based on that
figure, and there are no cancellation fees on your current tariff.
Quickly ranking it in third, second and first place. Third place is
Npower, second place is Green Star Energy and first place is
Scottish Power.

Caller: Lovely

Go Compare representative: Quickly going back to second place
with Green Star Energy, the tariff name Rate Saver 12 months fixed
1501 paperless, that's giving you an estimated annual saving of
£257 which is a 32% saving, with an estimated annual spend of £555
and an estimated monthly direct debit of £46.27. In first place
with Scottish Power, the tariff name Online Fixed Price Energy
February 2016, that's giving you an estimated annual saving of £285
which is a 35% saving. With an estimated annual spend of £527 and
an estimated monthly direct debit £43.96.

Caller: Lovely.

Go Compare representative: So did you want to go for the
Scottish Power one?

Caller: Yeah that's the one I'm going to look at, so just to
confirm that's the cheapest one is it at £527?

Go Compare representative: Definitely, yeah.

[The caller interrupts the call saying he's at work and needs to
talk to a colleague, he organises a call back later]

Caller: Ok brillant, so Scottish Power is the cheapest one and
that's at £527 a year. Fantastic.

Go Compare representative: That's the one.

Screenshot showing the whole of
market

Confused hide two cheapest gas deals, costing the
consumer £11

On the 28th January 2015 in the Seeboard (South East) region,
the caller spoke to Confused about switching his gas supply. The
caller was advised that Green Star Energy's Rate Saver 12 months
fixed version 1501 paperless costing £538 was the cheapest gas
tariff available. In reality the cheapest tariff was £11 cheaper,
Zog Energy's Mercury 24 at £527.

Green Star Energy's Rate Saver 12 months fixed version 1501
paperless tariff is said to be the cheapest based on the
information provided

The Confused representative failed to mention that there were
two cheaper tariffs than the Green Star Energy tariff.

Zog Energy do not pay Confused a commission.

Transcript

Confused representative: Good afternoon you're through to XX at
Confused. How can I help?

[At this point the caller provided post code details and other
details requested by the representative]

Confused representative: Do you know what your consumption of
gas was over the last 12 months?

Caller: I do yeah, it was 14541.

[At this point the caller confirm the rest of his details,
including that he wished to pay by direct debit and to manage the
account online if it's cheaper]

Confused representative: I have got back 28 results and there is
28 that will save you money.

Caller: Ok.

Confused representative: I'll give you the top three that's
going to save you the most. SO in third place we have Scottish
Power, and this on a tariff that is fixed until the end of February
2016.

[At this point the Confused representative confirmed some more
details about this plan]

Confused representative: Second place we've a company called
Green Star Energy, again fixed for 12 months from the date the
supply goes live and if you decided to leave the tariff In the
first 12 months there is an early exit fee of £30. Saving
£271.92.

Caller: Yep.

Confused representative: And in first place again it's Green
Star Energy and again fixed for 12 months. The difference between
the two is that one is a paper bills and one is a paperless
version.

Caller: Oh I see ok.

Confused representative: So again if you decide to leave in the
first 12 months there is an early exit fee of £30.

Caller: Ok I understand.

Confused representative: And your saving is £279.42

Caller: Ok, so you're saying that Green Star Energy is the
cheapest one for me to go for then?

Confused representative: Yes, Green Star Energy, yes.

[Caller organises a call back once he's talked to his
partner]

Caller: And just to clarify what you're saying to me XX. You're
saying the cheapest one is Green Star Energy, managing my account
online and getting the bills online as well for £537?

Confused representative: Yes. That's paying by monthly direct
debit as well so it'll be £45 per month for you direct debit.